FAQ

For general or press enquiries, please email info.th@getlaundry.asia. If you have an enquiry about an existing order, please email info.th@getlaundry.asia.


General: How does GetLaundry work?

Its simple! GetLaundry has a network of affiliations with laundries in Bangkok. Based on your request, we connect you to the best suited laundry which will pick up the laundry from your door-step and have it delivered within 24 hours. Just log on to th.getlaundry.asia to get started. Try us once, and we are sure you will be a regular.

General: How is GetLaundry different from a laundry company?

GetLaundry is not a laundry company, it is a network of laundry companies. We are an independent, professional network which understands your needs and co-ordinates with other laundry companies on your behalf, while you sit back and make the most of your time which you would otherwise spend on laundry.

General: How can I register?

You can register at the time of your first booking. After a successful booking you will receive a confirmation email with a link to create a password and login to your GetLaundry account. 

General: What if I forget my user name/password?

If you have forgotten your log in credentials, simply try logging in and click forgot password. An e-mail will be sent to your e-mail address confirming your details. Follow the simple steps to retrieve forgotten username or password.

Booking: What happens after I have made a booking?

After making your booking, a confirmation email will be sent to you. A laundry personnel will then contact you to confirm the pick-up time and come at your doorstep to get the laundry.

Booking: Can I provide my own laundry detergent?

We are terribly sorry but at this time, we can only use your detergent if it is in a single-use disposable container or a pod. If you provide a single-use container, please write the instructions for use in the Special Instructions field. Do not send bottles of your own detergent, as we may not be responsible for using or returning them after use.

Booking: What happens if I am not satisfied with the result?

If you're not satisfied with the service, feel free to contact us at Tel. (02) - 106 - 8494, or send an email to info.th@getlaundry.asia so we can work immediately in making things better for you.

Which areas do you service?

We service following areas across Bangkok: Ari, Asoke, Bang Chak BTS, Bang Na, Charoen Krung, Chidlom, Dusit, Ekkamai, Huai Kwang, Khet Yan Nawa, Kwaeng Bang Rak, Kwaeng Phatumwan, Kwaeng Yan Nawa, Lat-phrao MRT, Lumphini, Maha Phruettharam, Makkasan, Mo Chit, Nana, Onnut, Phahon Yothin MRT, Phayathai, Phetchaburi/Din Daeng Rd., Phra Nakhon, Phromphong, Ploenchit, Prakanong, Punnawithi, Rama 9, Rama4, Ratchada, Ratchathewi, Sanam Pao, Saphan Kwai, Sathorn, Si Phraya, Siam, Silom, Suriyawong, Suttisan, Thailand Cultural Center, Thonglor, Thung Maha Mek, Udom Suk, Victory Monument 

Cleaning: How reliable is the laundry listed on GetLaundry?

GetLaundry and all associated companies are 100% genuine and reliable. We have strict policies and background checks before partnering with a third party laundry company. Reputation is of utmost importance and we don't compromise.

Cleaning: Can I book the same laundry more than once?

Yes, you can.

Cleaning: Can you handwash items?

No, we do not have the facilities to provide this service. However, we can wash your delicate items on gentle cycle. If you want this option, please enter this information into the Special Instructions portions.

Cleaning: What are your operating hours?

We pickup and deliver between 7 a.m. and 10 p.m., every day. These operating hours might differ from area to area.

Payment: Where can I find my invoices?

Invoices will be sent to your e-mail address, as well as will be saved in your GetLaundry dashboard through mobile and web.

Payment: What is the price?

Please refer to our ‘Pricing’ page. Prices vary from area to area depending on the laundry in service. Please refer to the prices as listed in your area of interest.

Payment: What are my payment options?

We accept secure online payments via credit card (Visa, MasterCard, Amex) and cash on delivery.

Payment: Is a cash payment possible?

Yes, you can.

Tipping

Tipping is discretionary. The price listed for cleaning each garments or laundry is all that you are required to pay in order to use GetLaundry service.

Promotions: How do I see if my promotion is applied?

This amount is applied to your bill once your garments are delivered and payment is due. If you do not see this amount applied, please email us at info.th@getlaundry.asia.

Order: Can I change my order?

Yes. You can see your orders in 'History' and change your ordered items until 4 hours before pick up time, you can change the pick up and delivery time until 12 hours before the chosen times. Promptly contact us if you have any changes at short notice.

Order: Divergence from Ordered Items

If actual delivered items from the customer differ from ordered items, we charge the outstanding amount if the actual items have a higher cleaning price than the ordered ones. If less items are being delivered than actually ordered, the full order amount will be charged in any respect. 

Order: Can I cancel my order?

Cancellation of the order is free of charge if done before 24 hours in advance for the pick up time. If you cancel within 24 hours before pick up time, we have to charge THB 100.

Claims / Refund policy

Our goal at GetLaundry is to provide you with outstanding customer experience and exemplary laundry and dry cleaning service. We take the utmost care in cleaning your garments. However, in some instances, items can go missing or become damaged. We try our best to make things right for our customers and reserve the right to act outside of our stated guidelines on a case by case basis. The following are the guidelines on customers for missing or damaged items:

Damaged Items

GetLaundry will send your damaged item to a third party clothing repair specialist for assessment. If our repair specialist determines that the item was not damaged through our delivery or cleaning process, we will not cover for the repairs nor for the cleaning costs. If an item is damaged through our delivery or cleaning process, we will cover for the repairs if our repair specialist can successfully repair your item. If our repair specialist determines that the damage cannot be repaired, then GetLaundry will assume full responsibility and reimburse the price of the garment, but no more than 10 times the cleaning cost of the damaged item as per the price list, or GetLaundry credit for use on future orders subject to the exceptions below. Promptly send us an e-mail to info.th@getlaundry.asia and provide the following information:

  • Your order number
  • A description of the damaged item
  • A photo of the damaged item

Normal Wear and Tear

A fact of life is that all clothing will eventually wear out over time despite our best efforts to clean and maintain them. Occasional problems can arise during the laundering and dry cleaning process due to “normal wear and tear”.

GetLaundry considers the following conditions to be “normal wear and tear”:

  • Slight shrinkage from repeated laundering
  • Slight fading from repeated laundering
  • Thinning of fabric from repeated laundering
  • Small rips or tears from repeated laundering
  • Color discoloration due to deodorant, perfumes or colognes

If our repair specialist concludes that the items in question were damaged due to “normal wear and tear”, then we will not be able to provide you compensation for the item. Additionally our vendors may sometimes return items to you unwashed due to their judgment that washing or dry cleaning the garment will result in possible or further damage. In this event, we will not charge you for the garment(s) in question.

Delicate Clothing Items

While we take every precaution to ensure that your items are handled and cleaned properly, we ask that you take note of the cleaning instructions of all clothing items before preparing them to us for cleaning. It is ultimately the customer’s responsibility to:

A) Ensure that any item submitted to GetLaundry can safely be cleaned as per the manufacturer’s cleaning instructions affixed on the clothing label
B) Specify those cleaning instructions to GetLaundry through the “Special Instructions”

If an item is damaged by GetLaundry during the cleaning process due to the customer’s complete or partial neglect of the manufacturer’s cleaning instructions and/or failure to relay those instructions to us through “Special Instructions”, then we will be unable to provide you compensation for the item. 
Additionally if GetLaundry adheres to all instructions left in the “Special Instructions” field but damage still occurred, we will not be held responsible for the damage to the item. 

Additional Exceptions

The following is a list of circumstances in which we cannot take responsibility for the damage of, nor are we able to compensate you for any damage to the item:

  1. Hand-wash only garments as specified by the manufacturer’s instructions
  2. Items in which damage is noted or spotted more than 48 hours after the final delivery

We also reserve the right to keep your damaged items upon providing credit or compensation, in order to recoup the cost from our vendor.

Missing Items

If items are missing from your order, we will do our best to find your items by checking with our vendors, trucks and facilities. Promptly send us an e-mail at info.th@getlaundry.asia and indicate what items should have been part of your laundry batch and provide the following information:

  • Your order number
  • A description of the items in your laundry that were not delivered.

We recommend that you check for any missing items in your laundry or dry cleaning order as soon as possible. Please note that the process to find missing items can take up to two weeks.

If we are unable to locate your missing items after two weeks, we will issue either a reimbursement for the item, but no more than 10 times the cleaning cost of the item as per the price list or GetLaundry credit based on the timeline in which you filed your claim. All missing item claims must be filed within 48 hours of receiving your laundry or dry cleaning to be considered for reimbursement or credit. However we do reserve the right to use our discretion for any missing item claims filed beyond 48 hours of delivery.

Misdelivered Items

If there are items delivered to you that are not supposed to be included, we kindly ask that you e-mail us at info.th@getlaundry.asia as soon as possible and indicate that you have received misdelivered items. Please provide us with the following information:

  • Your order number
  • A description of the items in the laundry that was mistakenly delivered to you

By providing us with this information, you will assist us in returning the mistakenly delivered laundry to its rightful owner, as well as help us track down your missing items if any.

Legal Disclaimer

We will not be held responsible for any false claims, and will seek reasonable and appropriate compensation if you had any intention in harming the reputation of GetLaundry. If you received any item because it was misdelivered, it will be your responsibility to notify us and return it. If you were to keep it in any way, then you will be held responsible for compensating us.

We reserve the right to change these terms at any time and have the right to refuse service for anyone at any time.